Job Listings

Helpdesk Manager (105158)

Company:
Regis College
Job Location:
Weston, Massachusetts
Category:
IT Support and Training
Job Shift: Day

Summary

The Regis College Information Technology Services Department invites applications for a Helpdesk Manager. Under the direction of the Assistant Director of Network and Enterprise Services, this individual will serve as a main point of contact to a wide variety of university constituents seeking technical assistance on the phone, email or in person. The ITS Helpdesk Manager is responsible for managing all operations of the ITS Helpdesk, including planning, evaluation, purchase, installation and reliable operation of college computer equipment, video conferencing equipment, and software in the support of staff, faculty, and students. This individual is also responsible for the supervision and management of the ITS Helpdesk staff and student workers.

The individual in this position will partner with end users who utilize university software, hardware and other computer and media systems, and need assistance completing tasks or troubleshooting problems through diagnostic tests. The position requires a high degree of diligence and demands a strong focus on customer service in an often-challenging environment. In summary, the Helpdesk Manager will seek to ensure that users requiring technical assistance are efficiently and effectively positioned to successfully overcome technology-related challenges.

The ideal candidate is an individual possessing exceptional management and leadership skills, including patience and tolerance when interacting with the staff and student technicians as well as all helpdesk users. It is also someone who understands a wide variety of computer and media hardware and software, and possesses an exceptional ability to troubleshoot, diagnose and resolve problems. In addition to being extremely technologically articulate, this individual must be able to communicate seamlessly with a wide variety of individuals at all levels, and effectively communicate solutions and suggestions.

Essential Functions

  • Manage the overall day-to-day ITS Helpdesk function, including the governance of the campus-wide information technology helpdesk ticketing system.
  • Supervise and serve as a key leader and role model to all helpdesk resources.
  • Communicate regularly with end users and all Information Technology Services staff to ensure the effective follow-up and ultimate resolution of any outstanding issues.
  • Serve as an escalation point for any outstanding helpdesk-related issues that require management attention.
  • Manage open, outstanding, and overdue tickets to ensure they are routed and escalated appropriately with the correct ITS staff to achieve optimum resolution and closure.
  • Own the overall scheduling of resources at the ITS Helpdesk, ensuring proper coverage during peak times.
  • Review and report ITS Helpdesk ticketing system metrics to ITS leadership, suggesting necessary changes or modifications for resource or process improvement and optimization.
  • Support the procurement process of any required technology hardware by defining the proper equipment specifications needed and systematically receiving and recording the orders once the products arrive on campus.
  • Ensure the proper documentation of and adherence to all ITS Helpdesk policies and procedures.
  • Provide helpdesk ticket resolution support during heavy ticket volume periods or when time permits:
    • Respond to inquiries or help desk tickets in person, via phone, email, or chat.
    • Troubleshoot, diagnose, and resolve a wide variety of technology problems, including classroom-related issues.
    • Provide university-specific support for mobile devices (e.g., phones and tablets), as well as other equipment such as laptops, desktops, and printers.
    • Install, maintain, repair and upgrade computer hardware, operating systems, and software applications.
    • Set up, support, and break down multimedia technology for classes and events. 
  • Support and maintain secure computing practices.
  • Exercise strong adherence to documented confidentiality requirements.

Other Responsibilities

  • Other duties as required.

Supervisory Responsibility

  • Serve as a role model and direct manager to all other helpdesk staff, including student workers.
  • Complete all onboarding activities, training and day-to-day supervision of ITS helpdesk staff and student workers.
Additional Information

Requirements

  • Bachelor's degree preferably in Computer Science, Information Technology, Engineering, Business, or another related field.
  • Strong leadership skills, with at least five years' experience managing a helpdesk / helpdesk team or other managerial customer service-related position.
  • Strong people skills with demonstrated focus on patience and tolerance.
  • Demonstrated ability to maintain a helpful and positive demeanor in a demanding environment.
  • Demonstrated abilities regarding problem solving, with a keen awareness of the need for delegation or escalation.
  • Strong written and oral communication skills; must be able to communicate effectively and professionally with resources at all levels of a university environment.
  • Ability to communicate technical concepts to non-technical staff, faculty, and students in a welcoming, clear, and effective manner.
  • Exceptional attention to detail.
  • Demonstrated ability to exercise discretion in handling confidential information and data.
  • At least five years' experience working with desktop hardware and software use, maintenance, repair, and installation.
  • Experience supporting a wide variety of hardware and software including (but not limited to) laptops, desktops, tablets, and phones.
  • Expertly skilled in the Microsoft Office application suite (e.g., Outlook, OneDrive, Word, Excel, PowerPoint, SharePoint, etc.), as well as other applications such as Moodle, Zoom and Adobe.
  • Experience with the design and implementation of ITSM methodologies, especially with the configuration and use of helpdesk related tools and software.
  • Familiarity with multimedia technology (e.g., projection, digital displays, switching and scaling, various sound systems) preferred.
  • Ability to uphold the University's commitment to inclusive excellence in a diverse educational community.

Working Conditions/Physical Demands

  • Normal office environment, not subject to extremes in noise, odors, etc.
  • May spend extended periods at terminal, on telephone, or operating other office machines requiring eye-hand coordination and finger dexterity.
  • Subject to regular interruptions to assist patrons.
  • May require strenuous periods of physical activity such as climbing, bending, standing, and lifting.
  • Involves potential evening and weekend work.
  • Requires lifting and moving of equipment weighing up to forty (40) pounds.

The above statements are intended to describe the general nature and level of work being performed by people assigned to do this job. The above is not intended to be an exhaustive list of all responsibilities and duties required.

Protecting the Regis Community 

At Regis the safety of our campus community is our highest priority. We invite all applicants to review our health and safety protocols at our COVID-19 Updates page. The most powerful measure we can take is vaccination, and all campus community members must be fully vaccinated and have received a booster against COVID-19, with the exception of certain medical and religious exemptions. New employees without an approved medical or religious exemption are required to have their first vaccine dose by their date of hire. And all new employees will join the campus community in using the CoVerified app to upload vaccine information, report symptoms, and schedule regular campus COVID tests. We're in this together! 

External and internal applicants, as well as position incumbents who become disabled as defined under the Americans With Disabilities Act, must be able to perform the essential job functions (as listed) either unaided or with the assistance of a reasonable accommodation to be determined by management on a case-by-case basis.

In employment, as in education, Regis College is committed to equal opportunity and affirmative action. Regis does not discriminate on the basis of race, color, age, religion, creed, sex, gender identity or expression, sexual orientation, ethnic or national origin, ancestry, citizenship, marital or parental status, physical or mental disability, genetic information, pregnancy, veteran's status, membership in uniformed services or any other protected status.

This website is part of the HigherEdJobs network.